Hi - I hope someone can advise please?
I recently had to cancel my 3 Broadband subscription after relocating due to very poor signal reception. I was by then out of contract and on the monthly rolling one. I, mistakenly as it turned out, tried to cancel online, which the site said was possible but for some reason, didn't happen. After a short period, I contacted Cust Servs to confirm cancellation only to be told I hadn't cancelled at all and I should have rung them to do it. Ok, my mistake. I was told I would have to pay that month's bill (which I did) and that my subscription would be cancelled that day and end 1 month later on 12/10/24. I asked the Cust rep to confirm cancellation and the date, which he did verbally but I didn't receive a notice of cancellation via email or post.
After the end date had passed, I checked my account via the 3 app. The app said account closed. I assumed from this that my account was fully paid up to the stated date and no more money was owing so cancelled my direct debit.
Yesterday (29/10/24) I received a call from 3 (assume billing) saying I owed a month's subscription! I tried to explain what had gone on and that they should examine my previous (recorded?) conversation. He was having none of it and got quite heated. I stated that, as far as I was concerned, my obligation to 3 was at an end.
I checked online and my account details show an outstanding amount of £15.28 yet states "No active lines are found" and "You don't have any active plans".
Either the Cust rep didn't cancel my account, or did, but billing haven't picked it up and think I'm still a customer.
Any advice/clarification would be welcome as trying to get sense out of Customer Services is getting me nowhere.
TIA, RJ
